Researchers say our collective short-attention-span decline is due largely to our \u201cdigital lifestyle,\u201d including our inability to put down our smartphones and other portable devices. <\/p>\n
The best way to overcome this is to raise the bar on customer service. Customers should be able to feel your commitment to their great time from the moment they walk in your door.<\/p>\n
Here are six qualities that will capture customers\u2019 attention right away and keep them coming back.<\/p>\n
Quality.<\/strong> \u201cGood enough\u201d isn\u2019t acceptable. Strive for exceptional quality in every way. Have each team member define \u201cexceptional quality.\u201d Post the answers on a wall. Then ask how each job classification, from buser to cook, can demonstrate exceptional quality. Make that standard part of their job description.<\/p>\n Appreciation. <\/strong>With mere seconds to show customers how much you appreciate them, hosts have a lot of power. They have to be consistently engaging and keep guests aware of wait-time status for tables. A server\u2019s first words when greeting seated guests should be a variant of \u201cThanks for coming in.\u201d <\/p>\n Attention.<\/strong> Your entire team needs to keep its eyes up and open, scanning the environment for guest signals\u2014chairs pushed back, heads up, eyes looking for an employee. It is everyone\u2019s job to respond to these signals. \u201cNot my table\u201d is unacceptable. What that phrase says to a customer is, \u201cYou don\u2019t care about me.\u201d <\/p>\n Responsiveness.<\/strong> Responsiveness has three parts\u2014ask, act, report. Ask questions of each guest and write down what they say. If a guest says something needs attention, act right away, whether it\u2019s a compliment for an employee or a complaint about a dish. Report to the table what you did, and remind guests how much you appreciate their feedback.<\/p>\n A focus-on-others mentality.<\/strong> Every customer is different. Teach your staff to draw out what a customer needs and expects. That way they\u2019ll know to keep drinks filled, stop by the table every 10 minutes, or to bring the bill with the main course because guests are in a hurry.<\/p>\n The experience. <\/strong>Repeat business is never about just one thing. But losing repeat business is always about one thing. A high-performance team will make the dining experience memorable for all the right reasons. <\/p>\n These six things require an ongoing investment in team development. Remind your team members every day that they need to give customers a reason to come back. <\/p>\n If someone on your team can\u2019t or won\u2019t deliver on your service commitment, draw them out and flush them out \u2026 now. Anyone who\u2019s not contributing to your success is detracting from it. Remember, a business is only as good as its worst employee. In a world of ever-shortening attention spans, you don\u2019t have the time to waste. <\/p>\n A perfect meal can leave a bad taste if diners feel ignored, rushed, or pressured. Here are ways to improve service by working on your timing. <\/p>\n Connect quickly.<\/strong> Answer the phone within two to three rings. Respond to texts and emails promptly.<\/p>\n Greet guests immediately.<\/strong> Greet guests as they enter\u2014even it it\u2019s just to say hello and tell them a host or hostess will return shortly.<\/p>\n Set expectations\u2014and exceed them, if possible.<\/strong> Be up front about wait times. You may even want to overestimate them a bit. Guests seated sooner than expected are happy even before they order.<\/p>\n Attend to seated guests promptly. <\/strong>Guests who\u2019ve waited 20 minutes for a table don\u2019t want to wait long for their server. <\/p>\n Read guest cues.<\/strong> Guests who are dressed up may be headed to a show; those with papers scattered about may be conducting business. Recognize these things or ask up front.<\/p>\n Determine who\u2019s in charge.<\/strong> Learn who\u2019s the decision-maker at the table. This person helps control the pace by directing you to who\u2019ll order first, who has special diet needs, or how to divide the check.<\/p>\n Be check-ready.<\/strong> End the meal on a good note by not frustrating guests eager to be on their way. Be in tune with the table so that guests don\u2019t have to request the check. But if they do ask, deliver the check with no waiting. Expedite payment by standing up the check portfolio. When it\u2019s lying flat on the table, that\u2019s a signal for the server to return.<\/p>\n","protected":false},"excerpt":{"rendered":" It takes only seconds for customers to decide if they\u2019re enjoying themselves in your operation, and whether they\u2019re likely to come back. Researchers say our collective short-attention-span decline is due largely to our \u201cdigital lifestyle,\u201d including our inability to put down our smartphones and other portable devices. The best way to overcome this is to […]<\/p>\n","protected":false},"author":19,"featured_media":26982,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[122,68,112,69],"tags":[],"class_list":["post-25746","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-catering-small-business","category-culinary-ideas","category-restaurant-bars","category-running-your-business"],"acf":[],"yoast_head":"\nCustomers are watching, so pay attention to the details<\/h3>\n